How we deal with repairs

An emergency is classed as causing serious damage to the health and safety of the occupants or risk of extensive damage to the property.

Examples include:

  • Total loss of electricity or bare wires
  • Burst pipes
  • Blockage of the only toilet in the property
  • Blocked drains causing sewage spill out (unless on a shared drain, in which case you should contact Severn Trent on 0800 783 4444)
  • Broken windows affecting security
  • Inability to secure the main entrance to the property
  • Serious roof leaks
  • Lost or stolen keys (please note, you will be charged to have the locks changed)

If you report an emergency repair out of hours, we will either complete the work in 4 hours or make the fault ‘safe’ so that there is no danger to you or the property.  We will return the next working day (or at a time convenient for you if the issue is not so urgent) to finish the job.

Please note – you may be charged for the visit if the out of hours’ team do not consider the call-out to be an emergency.

These are repairs that are not urgent and will be carried out by appointment.  Examples include:

  • Repairs to plasterwork
  • Clearing guttering
  • Repairs to kitchen units
  • Repairs to internal doors

If we need to establish the precise nature of the work required, we will visit at a time convenient for you.

Where we know about any asbestos in your home we will ensure that any asbestos-containing material is maintained in a safe condition. 

Never try to remove any asbestos-containing material yourself.  If it’s been left in your home it will be in good condition.  It will be covered or out of reach, so removal won't be necessary

We've carried out a programme of surveys to identify where we have asbestos in our properties.  All the findings from these surveys are recorded on our Asbestos Register.  If you'd like to ask about your home this information can be made available by contacting our Asset Information and Support team on 01453 754536

We've also got a leaflet, ‘The facts about asbestos’ which addresses some common concerns and questions you may have about this material.  A copy of this can be found in our ‘How to guides, videos and useful downloads’ section.

You must allow us into your home to carry out inspections or repairs as outlined in your Tenancy Agreement.

We are required by law to check the safety of your gas supply once a year and your electricity supply every ten years.

We will write to you at least 24 hours before we need to come into your home (unless it’s an emergency) and you must let the Council employee or contractor in. 

Emergencies can include situations where there is risk of damage to the property or to other properties, or of injury to people.

If you try to prevent us from entering, we will charge you the cost of getting into your property.

All Stroud District Council employees and contractors carry an official identity card with their photograph.  Before allowing anyone claiming to be from the council into your home, please ask to see his or her identity card.

 

If you are in any doubt about the identity of a caller, do not let them in.  Call the council on 01453 754852.  Genuine callers will not mind waiting whilst you check their identity. 

 

Stroud District Council identity cards look like the image below with our Chief Executive, Kathy O’Leary’s signature on the back, together with a badge number.

 

We will inspect a proportion of repair jobs when they are completed.

We also have a team of volunteer Tenant Repairs Inspectors. Just as you would with staff and contractors, do ask to see their I.D. card and letter of introduction before allowing them into your home. If you are interested in taking part in this type of voluntary work, please visit our Stroud Tenant Voice webpage or call us on 01453 754113.

If you are dissatisfied with any of the work carried out to your home or the attitude/performance of our staff (during work or after completion), you can email us at property.care@stroud.gov.uk.  Alternatively, you can make a complaint by visiting www.stroud.gov.uk/complaints

The Right to Repair is a scheme for council tenants, which ensures that certain small urgent repairs that may affect your health, safety or security, are done quickly and easily. 

If we do not carry out repairs as agreed, you can, in certain circumstances, request the council to send a second operative or contractor.  If the second operative or contractor does not do the repair in time, we will pay you compensation. 

Only certain types of repairs are covered under the Right to Repair scheme. These are called qualifying repairs. They include insecure windows and doors, unsafe power sockets or electrical fittings, leaking roofs and broken entry phone systems.

A full list of the qualifying repairs can be found in our ‘How to guides, videos and useful downloads’ section.

A repair won't qualify for the scheme if:

  • it exceeds an estimated cost of £250, or
  • we aren't responsible for the repair
  • if you're not at home to let the contractor in as arranged

If you report a qualifying repair, we will inspect it to check that it qualifies. If it doesn't, we will write to you and tell you.

If it does qualify, we will issue a repair notice and send you a copy with information on how the Right to Repair scheme works. There will be a time limit (depending on the type of repair as set out by law) for the work to be done.

If the repair work isn't done within the specified time limit, you need to tell us and we will ask for another operative or contractor to do the work. If another operative or contractor is available, we will issue a repair notice to them and send you a copy. We can only use contractors on our list.

If the second operative or contractor doesn't do the repair work within the time limit, you'll get £10 in compensation. For every extra day you wait, you'll get another £2. The most compensation you can get for any one job is £50.

If you have any rent arrears, we can use the compensation to reduce the arrears rather than paying you the money.

Our operatives and contractors must, whenever working within tenants’ homes:

  • Park considerately
  • Wear and display photo identification
  • Be polite and courteous and behave in a professional manner
  • Leave the working area clean and tidy removing rubbish generated daily
  • Use personal information and data in line with GDPR (General Data Protection Regulations) guidelines
  • Take care with any possessions and protect both inside furnishing and gardens from damage
  • Minimise noise and disruption as far as possible
  • Adhere to all current health safety and environmental legislation
  • Treat residents of all races, ages, religions, gender, sexual orientation and disabilities equally and fairly
  • Keep the clients home secure
  • Explain what has been done and make notes on any follow up works as required before leaving
  • Avoid accidental communication (finger pointing, crossing arms, sudden or quick movements, rolling eyes etc.)
  • Explain any health and safety issues arising from the works

They should not:

  • Smoke or vape in or around the home
  • Drink alcohol or use any illegal substances
  • Use the customer’s toilet without permission
  • Interrupt supplies without checking with the customer
  • Let strangers into the property
  • Play music from any device
  • Use jargon, slang or terms of endearment
  • Move items without your permission
  • Block access routes without agreement
  • Take photos of work without permission
  • Leave doors or windows open unless specifically agreed beforehand.
  • Accept gifts or other inducements

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